I have very mixed feelings about this hotel. The location could not have been better - easy walking distance to all the shops, theater, restaurants, sightseeing around town. It also has some historic character & charm. The room seemed clean & comfortable.
On the can't recommend side, though, I called them around noon to see if I could get an early check in & the front desk (female) said the room wouldn't be ready yet. Ok - not a problem. But when i did arrive around 4, the front desk (a different person) seemed to have trouble finding my prepaid reservation. After some digging around in his computer, he said it looked like I'd already checked in around 130, and that perhaps the other clerk had made some kind of entry in error. He also said I had to pay an extra $5 resort fee that wasn't covered by my prepay. Since this hotel has zero resort features, I asked what that covered, & he said something about the coffee in the room (!!). Ok, so I took my key to my 2nd floor room, & it opened slightly & then was blocked by the door security latch. I could see a coffee cup on the counter. Clearly the room was already occupied.
Returning to the front desk, I explained all this to the clerk. I asked for a copy of my folio. Tt referenced a credit card that wasn't mine, but also listed mine plus a third one that the clerk said was an accounting feature to receive my online prepayment.
After another 10 min on his computer, the clerk gave me a different room. He couldn't explain why the female clerk had checked another guest into my room. I asked for some proof that my credit card wasn't still tied to the first room, that my name was no longer connected to that room & that my information was secure. He said it was all taken care of but he couldn't give me any documentation. I told him I wanted to talk to the manager. He said he didn't know where she was, & was likely out covering on of their other 4 properties. I said I wanted her to email me to discuss this incident. It's been over a month & I've never heard from them. Zero apologies from the clerk or anyone.
About 10 minutes in, I realized the TV wasn't working. I called the same clerk who came up, rebooted the direct tv system, & reset the cables - that was another 15 min or so. I appreciated his efforts, but the hotel should have ensured everything was working properly before renting the room.
While I was waiting in the lobby to get my room resolved, there were 2 other guests waiting to complain to the front desk. One said she couldn't sleep the night before because of the loud bar just downstairs from her room, & that they'd told her there were no other rooms to move her to.
And the coffee machine in the lobby was inop. And no filtered water or water bottles for the guests. Interestingly, there's a framed news article in the wall directly across (maybe 5') from the front desk, detailing heroic actions by hotel personnel several years ago after a fire broke out in the hotel. I remarked on this to the clerk - he said he'd never noticed it before. Seriously?! Whoever is training the hotel staff really needs to put a little more effort into it. Hotel history - personalized service - attention to details.
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